Strategic Customer Success Manager – Life Sciences Supply Chain & Compliance – APAC Lead at brighthush
About brighthush
brighthush was founded in 2019 with a single, bold vision: to become the world’s most trusted partner for quality compliance and supply‑chain risk mitigation in the Life Sciences sector. Today, we serve over 1,500 pharmaceutical and healthcare companies across the globe, empowering them to navigate complex regulatory landscapes with confidence. Our digital suite of solutions connects manufacturers, suppliers, and a global network of more than 250 auditors and quality experts, delivering real‑time insights that drive safer, faster, and more compliant product pipelines.
With a track record of more than 4,500 audits in 85+ countries, brighthush’s data‑driven platform stands out as the largest and most accurate supplier network in the industry. We combine cutting‑edge technology, deep domain expertise, and a relentless focus on customer success to help our clients reduce risk, accelerate innovation, and achieve sustainable growth.
Why Join brighthush?
At brighthush, we don’t just support our customers – we partner with them. We believe that the best outcomes arise when we work hand‑in‑hand with our clients, guiding them through every phase of the audit journey and ensuring they extract maximum value from our solutions. As a member of our Customer Success team, you will be at the heart of this partnership, driving satisfaction, retention, and adoption across a dynamic portfolio of accounts in the APAC region.
Role Overview
As a Strategic Customer Success Manager at brighthush, you will be the primary advocate for our clients, ensuring they achieve long‑term success with our platform. You will manage a portfolio of high‑value accounts, collaborate with Senior CSMs, Account Managers, and cross‑functional teams, and deliver a seamless, high‑impact experience that translates into measurable business outcomes.
Main Responsibilities
- Build and nurture relationships: Establish trust with pharmaceutical clients post‑sale, becoming their go‑to resource for all matters related to compliance and supply‑chain risk.
- Guide audit journeys: Coordinate audit activities, ensuring smooth communication between clients, auditors, and internal stakeholders, and proactively address any roadblocks.
- Conduct regular check‑ins: Schedule and lead quarterly business reviews, capture feedback, and identify upsell or cross‑sell opportunities.
- Drive adoption and engagement: Work closely with onboarding teams to accelerate platform adoption, and develop tailored training plans for each account.
- Track success metrics: Own key performance indicators such as credit consumption, CSAT, NPS, retention rates, and renewal timelines.
- Collaborate on growth: Partner with Account Managers to uncover strategic expansion opportunities within existing accounts.
- Maintain CRM excellence: Keep HubSpot data clean, accurate, and up‑to‑date, ensuring visibility across teams and seamless handovers.
- Advocate for customers: Relay customer insights and pain points to product and engineering teams, influencing roadmap decisions.
Essential Qualifications
- Proven experience in a customer‑facing role (Customer Success, Account Management, Client Support, or similar) within the Life Sciences or regulated industry.
- Exceptional communication and interpersonal skills in English and Chinese; additional languages are a plus.
- Strong organizational skills with meticulous attention to detail.
- Proactive, solution‑oriented mindset with the ability to work independently and collaboratively.
- Comfortable in a fast‑paced, dynamic environment – experience in a startup or scale‑up is highly valued.
- Passion for the pharmaceutical or life sciences sector and a genuine desire to help clients succeed.
- Hands‑on experience with CRM tools, preferably HubSpot.
Preferred Qualifications
- Background in supply‑chain compliance, audit management, or regulatory affairs.
- Experience managing large, complex accounts with multiple stakeholders.
- Knowledge of global regulatory frameworks (e.g., FDA, EMA, PMDA, TGA).
- Data‑analysis skills to interpret audit metrics and drive actionable insights.
Skills & Competencies
- Customer‑centric mindset with a focus on long‑term value creation.
- Strategic thinking and the ability to translate business goals into actionable plans.
- Strong analytical skills to interpret data and drive continuous improvement.
- Excellent written and verbal communication, with the ability to tailor messaging to diverse audiences.
- Collaboration across cross‑functional teams (Product, Sales, Engineering, Support).
- Adaptability and resilience in a rapidly evolving industry.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. We offer:
- Structured mentorship programs with senior leaders.
- Access to industry conferences, webinars, and certification courses.
- Internal knowledge‑sharing sessions and cross‑departmental projects.
- Clear career pathways from Customer Success Manager to Senior CSM, Director of Customer Success, or Head of Global Customer Experience.
Work Environment & Culture
brighthush is built on a foundation of collaboration, transparency, and continuous learning. Our culture celebrates diversity, encourages innovation, and rewards initiative. You’ll work in a flexible, remote‑first environment that supports work‑life balance while fostering a sense of belonging and shared purpose.
Compensation & Perks
While specific figures vary by role and location, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package, including:
- Flexible work schedules and the option to work from abroad for up to 45 days per year.
- All necessary equipment (laptop, headphones, etc.) provided.
- Annual in‑person company event and celebration in Europe.
- Health and wellness programs, including mental health support.
- Professional development budget and tuition reimbursement.
- Employee stock‑option plan to share in our growth.
Our Commitment to Diversity & Inclusion
brighthush actively champions diversity, equity, and inclusion. We believe that a workforce that reflects a wide range of perspectives drives innovation and better outcomes. All hiring decisions are made by people, not algorithms, ensuring a fair and respectful process for every candidate.
Ready to Make an Impact?
If you are a customer‑focused professional with a passion for the Life Sciences sector, ready to drive real change for our clients, we want to hear from you. Join brighthush and become part of a team that is redefining compliance, risk mitigation, and customer success on a global scale.